Automating Support Tickets with AI

The Problem

Monday morning. 500 unread emails in support@isp.com.

• 200 are "Spam".
• 200 are "Billing questions" ("When is my bill due?").
• 100 are "Outage reports" (Critical!). A human wastes hours just sorting them before solving a single issue.

The AI Solution

Modern AI can triage tickets faster and more accurately than humans.

1. Sentiment Analysis: The AI scans the text. "THIS IS UNACCEPTABLE!" = Negative/Angry. -> Priority: High.
2. Classification: It reads the content. "My internet is slow" -> Category: Technical. "I want to upgrade" -> Category: Sales.
3. Routing:
   • "Angry" + "Technical" -> Route to Tier 2 Support Slack channel immediately.
   • "Billing" -> Auto-reply with a link to the payment portal.
   • "Spam" -> Auto-close.

Tools: Zapier + OpenAI API, or built-in AI features in Freshdesk/Zendesk.

Key Takeaway

AI doesn't replace support agents; it gives them superpowers. By removing the drudgery of sorting and tagging, your team can focus on what they do best: actually helping customers with complex issues.